Customer Success Executive

2 weeks ago


Canada AirMason Full time

AirMason is a team of ambitious individuals, all based remotely. We created a platform that takes the boring old HR employee handbook, and turns it into a fun and exciting digital handbook that tells employees more about the values and culture of the organization they are a part of.

There are so many broken processes in almost every company. AirMason's mission is to leverage great designs and engineering, to create software that helps everyone work better. Our handbook platform has helped companies like Softbank, Elastic Search, RackSpace, US Olympics, Lacoste, and Mattel -- and we're just getting started.

You can learn a bit more about the founding of the company here:

As Customer Success Executive for all our clients, you will be the first point of contact through Intercom live chat and email queries. You will be partnering with Sales as well as Engineering to help manage and support accounts, reporting directly to the CEO.

Your responsibilities will include:

  • Prompt communication with our clients (over video, phone, email)
  • Handling queries via Intercom and email
  • Ensuring clients are delighted with AirMason user experience
  • Triaging technical requests through our Engineering team and ensuring timely communication to all clients
  • Conducting platform training and demos
  • Checking in with clients regularly (min. once per quarter) to understand satisfaction, requirements, and success metrics.
  • Helping Onboarding team members with implementation
  • Driving product adoption and expansion with new client projects, including introducing additional points of contact.

About You

  • You have 2+ years of customer service or engagement management experience
  • You have 1+ years of experience with technical implementations in large organization structures (companies with 5000+ employees)
  • You've got a history of making clients ecstatic by understanding client ROI, spotting opportunities for new solutions, and providing exceptional communication throughout
  • You're experienced in reducing churn and driving high organic growth
  • You've worked in a large enterprise organization or in a scaling start-up
  • You have experience as a business analyst, client services professional, or another role that would help you have empathy for your team and your clients

Nice to Have

  • You have 1+ years of experience with SaaS implementations
  • You have a solid understanding of web technologies and are tech-savvy

Outcomes

  • Help coordinate the creation and launch of handbooks for customers through our online editor, supported by our copywriters, designers and engineers
  • Track and analyze engagement of customers' handbooks post-launch
  • Help coordinate technical requirements for enterprise clients
  • Communicate product challenges to the Product and Engineering team

About Us

AirMason is a fast-growing startup located in Toronto, with a remote-first team. We provide our employees with competitive compensation, great health benefits, and ownership in our company.

AirMason is an equal opportunity employer. Just like Toronto itself, we believe we are strongest when we combine our diverse backgrounds and skills to work together.



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